Posted: 29 Mar 2016 15:00 EDT Last activity: 15 Apr 2016 11:15 EDT
Setting Interaction data while processing SR work
Existing Functionality: In Existing v5.5 application, we had a module called Notes pop where CSP can capture Interaction and SR notes separately at any point of time. When they processing Service Request ( at this movement SR page was pyWorkPage and interaction Page was CAinteraction ), If CSP captures Interaction notes we use to place that data in CAInteraction page and that data gets persistent when you submit SR and navigate back to Interaction so interaction notes is always available.
Issue in V7: In new version Pega, when CSP is in Service Request processing stage (at this moment SR page is pyWorkPage and interaction page is D_Interaction(.ParentID). If CSP capture interaction notes when they are processing SR work, i try to place the notes in D_interaction page, but this data is not getting persisted, that means when SR is submitted and when user is taken back to Interaction tread, that notes is not available.
Question: While processing SR, if we need to update some interaction page with new data, what is the page we have to use...? or what approach works in v7. I checked in Sample applications, i dont see any implementation where Interaction work getting updated while you are processing SR work. We have similar requirement is other usecase as well.
If you create an Editable data page at the requestor scope, you should be able to publish to it during the SR processing, and that data will be available to other threads during the interaction. You should parameterize the data page using the interaction ID as the key so that you don't end up sharing it across other interactions.
Requestor scope pages will be available to all the threads during that interaction. You might need to make sure it gets manually cleared when the interaction wraps up. There are other Customer Service data pages that do this by specifiying "CPMAddRequestorDataPage" CS activity on Post load processing on the data page definition. You can see this on a number of the customer service pages (D_Contact_Accounts for example.
Yes agreed requestor scope data page is one of the solution to handel this. But there are shortcomes like, Interaction Notes is a Property in my Interaction workpage, if a user captures Interaction notes while processing SR, i have to publish that in interaction page. Yes i can put that in some requestor page say Notes, but once user submits SR and comes back to Interaction thread, this data wont be there in Interaction object declaratively.
Instead i have to add proceduerly steps in Driver flowaction Preactivity or in WrapUp preactivity to achieve this.
I still insist Pega to relook at this approch and try to solve it in next releses. In old versions it as as smooth as you use CAInteraction page to read or write back data while processing the SR work, rest pega takes care of shipping that updated data back to Interaction page when you navigated back to interaction.
In new version pega provided D_interaction, but it is Omnichannel, i can read Interaction related data but i cannot update some data back while processing SR.